by UFG | Apr 10, 2024 | News
Twelve of the industry’s female leaders discuss everything from AI and robotics to kiosks, mobile payments, menu trends and flexible shop formats. Hear from BRIX Holdings, Hungry Howie’s, FAT Brands, Gong cha, Potbelly, Olive & Finch Collective, Friendly’s, Gastamo Group, Bobby’s Burgers by Bobby Flay, Choolaah, Bonchon and Starpoint Brands.
Happy International Women’s Day! Although this is the eighth year I’ve written this blog, it’s the first time that I have found stats showing that women are finally getting their due. Past stories have featured statements such as this 2017 figure stating that, “only 27.3% of the industry’s CEOs and 21.4% of chefs or head cooks are women,” for example.
Not this year, my friends.
During my research, I discovered that between 2019 and 2023 the number of women-owned businesses increased at nearly double the rate of their male counterparts and that from 2022 to 2023, the rate of growth increased to 4.5 times
“The impact that women-owned businesses make on the economy is undeniable,” Val Jones, Wells Fargo Women’s Segment Lead for Small Business, said in a press release about the 2024 Wells Fargo Impact of Women-Owned Business Report. “Even more impressive is that growth in women entrepreneurship — whether it was their workforce or revenue —grew during an extremely difficult time.
From the trillions in revenue they contribute to the economy to the millions in jobs, women-owned businesses are coming out of the pandemic stronger than they went into the pandemic and many are thriving. It’s a testament to their resiliency and the breadth and depth of support they’ve received from government entities, banks, corporations and philanthropic organizations that must be sustained.”
Lastly, women-owned businesses with 50 or more employees account for nearly half of women-owned businesses’ employment and revenues, averaging $31.8 million in revenue and generating $1.3 trillion in aggregate revenue. If they achieved the average revenue of men-owned businesses with 50 or more employees, they would add $1.2 trillion in revenue to the U.S. economy.
“The surge in growth rates of women-owned firms with more than 50 employees proves their strength and adaptability during and post the pandemic era,” said Judith Goldkrand, Wells Fargo Women’s Segment Lead for Commercial Banking. “To sustain the growth and close the gaps, it’s important that we continue to create opportunities that help these businesses flourish, including removing barriers to capital, providing technical assistance and offering support with business certification.”
Below is advice from several female leaders in the fast casual industry — owners, chefs and executives — who understand that being at the top no longer has to be lonely. We can bring others with us by sharing our experiences, which is why they are revealing how they are growing their businesses while also creating inclusive cultures. Many are testing a variety of digital initiatives, including AI and robotics, data-driven personalization, kiosks and mobile payments. Others are leaning into more flexible shop formats, new menu trends and driving loyalty through targeted promotions.
No matter the strategy, they understand one thing: Empowered women empower women.
This year’s interviews include:
Carissa de Santis, CTO, BRIX Holdings.
Q. What strategies have you found most effective in navigating the competitive landscape of the fast casual industry and driving success for your brand?
A.In my experience, I have found that my most successful strategies require a multifaceted approach that combines innovation, customer-centricity, and operational excellence. Now more than ever, competition in the space is fierce. You must differentiate your brand to provide new innovative products/experiences, all the while, keeping your guests engaged and operating the business well that you really cannot afford to take a singular approach.
Q. How do you prioritize diversity and inclusion within your restaurant’s workforce and culture, and why is it important to you?
A.We value diversity for its inherent benefits, including fostering innovation and better reflecting our diverse customer base. Embracing diversity is not just a checkbox; it’s a key driver of our dynamic and thriving workplace; creating an inclusive culture, boosting employee morale and productivity, and building a positive reputation as a socially responsible organization. Our people are our most important investment!
What are some of the key tech trends you see shaping the future of the fast-casual industry, and how is your brand adapting to stay ahead of the curve?
A.Now more than ever our industry is embracing technology in all ways. Some of the hot right now tech trends I see continuing to influence the future include artificial intelligence, robotics/automation, and data-driven personalization. Our guests not only want a unique experience with consistent, top-quality food and beverages, but they want us to know what they want before they want it. We have embraced these trends across our brands from the use of robotics to help fill labor gaps and allow our teams to engage with guests versus doing mundane repetitive tasks, to using AI and machine learning to help craft personalized experiences and shape the brands as they continue to grow and evolve.
Jennifer Jackson, VP of Public Relations, Hungry Howie’s.
Q. What strategies have you found the most effective in navigating the competitive landscape of the fast-casual industry and driving success for your brand?
A.In navigating the competitive landscape of the fast-casual industry and driving growth for Hungry Howie’s, several strategies have been successful over the past three decades.
One key strategy that has significantly impacted our brand’s success is our focus on innovation and offering unique experiences to our customers. For instance, to celebrate our 50th anniversary in the pizza industry in 2023, we launched our Secret Menu featuring fan-favorite pie combinations available exclusively through a QR code scan across our system. The Secret Menu drove substantial success, resulting in over $515,000 in sales in its first month alone, accounting for 1.42% of total system-wide sales in August. Due to its significant impact, we have extended the Secret Menu through 2024, further driving customer engagement and sales.
Additionally, we understand the importance of community engagement and giving back. Every October, Hungry Howie’s runs the “Love, Hope & Pizza” Campaign to raise funds for the National Breast Cancer Foundation. In 2023, our 15th consecutive fundraising campaign raised approximately $5 million in funds, showcasing our commitment to making a positive impact beyond our business operations.
We also leverage technology to enhance customer experience and streamline processes. For example, we launched our Pizza Party Planner website, a user-friendly tool that calculates the recommended amount of pizza customers should order based on the number of guests and their age range. This innovative solution simplifies dinner party planning for consumers, reflecting our dedication to providing convenient and tailored experiences.
Q. How do you prioritize diversity and inclusion within your restaurant’s workforce and culture, and why is it important to you?
A. At Hungry Howie’s, fostering diversity and inclusion is not just a goal; it’s ingrained in the fabric of our culture. A few years ago, we engaged a business leadership coach to help us define our brand’s core values and focus during a pivotal meeting. Since then, these core values have become deeply ingrained in our company’s culture. We stand by them steadfastly: Treat everyone like family. Have integrity. Do what you say. Be hungry for growth. Have positive energy.
We prioritize diversity and inclusion, and it aligns with our core values. By embracing diversity, we not only enrich our team with varied perspectives and experiences but also create a more welcoming environment for both employees and customers.
To ensure that diversity and inclusion are upheld, our teams regularly meet with different departments to assess our progress and evaluate our commitment to these values. We hold ourselves to a high standard, not just in terms of skill and performance but also in embodying these core values every day. It’s not just about what we do; it’s about how we do it, and diversity and inclusion are non-negotiable aspects of our approach.
Q. What are some of the key tech trends you see shaping the future of the fast-casual industry, and how is your brand adapting to stay ahead of the curve?
A.To stay ahead of the curve, we have kept up with technological advancements to better service our customer base.
In addition to the Pizza Party Planner, Hungry Howie’s integrated digital initiatives also include an online ordering platform, a user-friendly mobile app, and a customized Howie Rewards program that provides guests with several incentives and free pizza. Today, the brand has a total of over two million enrolled loyalty members. The mobile app also features HowieTrack, allowing customers to track their orders in real time.
Howie’s Online Management Exchange (HOME) is Hungry Howie’s hub for franchisees. This proprietary system allows franchisees and the company to keep track of performance, store communications and allows instant access to business reports, plus more. With the touch of a button, franchisees can get a full, personalized report.
Jenn Johnston, CMO, FAT Brands.
Q. What strategies have you found most effective in navigating the competitive landscape of the fast casual industry and driving success for your brand?
A. Today’s fast casual environment remains extremely competitive. It is imperative to know your brand’s strengths and weaknesses versus the competition and how to capitalize on them. I strongly recommend and rely on a good foundation of consumer research. Awareness, attitudes and usage studies for each of our brands give us insight into today’s consumer and outline a clear path of how to build our brand to the next level. Data like this grounds a team and removes all ‘legacy knowledge’ thinking, the “we believe this because it has always been this way” mindset. This research can affirm your beliefs on the brand or in many cases, surprise you — whatever the results hold, there is a plethora of information to take action on to drive the business from every department in your organization.
Q. How do you prioritize diversity and inclusion within your restaurant’s workforce and culture, and why is it important to you?
A. Throughout my career, I’ve been lucky to have many amazing mentors. Now I find myself in a position to continue that legacy with teammates I oversee, particularly rising female executives. I see my position at FAT Brands as a way to guide others looking to advance in the restaurant space and the business world in general. I take pride in being transparent about the challenges I’ve faced, so that the next generation of female leaders can learn from my journey. In 2024, there are still far too few women in the C-Suite across all industries – if we want to make a change, we need to recruit and mentor those new hires now.
Emily Lee, master franchisee DMV, Gong cha.
Q. What strategies have you found most effective in navigating the competitive landscape of the fast casual industry and driving success for your brand?
A. There are two main strategies we employ to navigate the competitive landscape: Technological innovation and customization.
Gong cha DMV has leaned into new technologies within our business for both internal and external operations. Internally, we work on diversifying our supply chain and integrating technologies to improve shelf life forecasting, which prevents supply chain disruptions that normally would lead to price increases for guests.
Externally, we have introduced self-service kiosks in every store. The kiosks integrate with our app and loyalty program, which rewards guests for their purchases through points and “stamps” towards our ongoing “Buy 10, Get One Free” promotion. This is our way of showing appreciation to our guests. Through the app, guests also have the option to “Order Again” for previous drinks, and order ahead to pickup —a convenient option for those on the go.
The kiosks also allow our guests to customize their order, which gives the key benefit of personalization. Through menu item customization, guests are able to choose what goes into their drink, including (but not limited to) sugar levels, type of sugar used, ice level and dairy substitutions—not to mention our selection of four premium whole-leaf teas (brewed fresh in every store throughout the day) and over a dozen toppings. This allows guests to create a range of drinks based upon their preferences. Their bubble tea order could be a more indulgent treat, or those who want a healthier option can choose to substitute honey for sugar, select nutrient-packed toppings such as basil seeds vs. conventional tapioca pearls, or opt for just a plain freshly brewed tea. With over 600 possible combinations to explore — and the ability to tailor their drink to their exact specifications — this increases guest frequency.
Q. How do you prioritize diversity and inclusion within your restaurant’s workforce and culture, and why is it important to you?
A. Diversity and inclusion are taken into account at every level within Gong cha DMV. On the store level, our employees come from a variety of backgrounds, and we have a no-tolerance policy for prejudice and discrimination. Our emphasis on diversity and inclusion can be seen in our exclusive Fiesta Trifecta series, which features drinks that celebrate Cinco de Mayo and highlight the importance of a diversified menu. These drinks were created by our very own in-store employees, and we believe that our inclusive and welcoming environment accounts for the comfort of our employees to bring their own cultures and experiences into the business.
We take into account not only diversity within our team but also the diversity of our guests. One initiative we are excited to develop is a recurring event called Junior Bubble Tea Master Day, which is a two-hour interactive event that allows children to experience the behind-the-scenes process of how bubble tea is made. While we’ve held this event in the past, our new goal is to host a special day for children with disabilities and/or special needs. The experience is completely personalized: Each child will be paired with an experienced employee to learn a chosen drink recipe, then are encouraged to create their own unique beverage! We aim to keep attendance small, and the class will take place before store opening hours in order to make sensory accommodations such as lower lighting, music, or anything else that the participants feel would enhance their experience. As a mother of two children with disabilities myself, I understand the importance of providing opportunities for these individuals to have meaningful experiences in a comfortable environment. Through this initiative, we also hope other local businesses will feel empowered to host similar events and contribute to the community.
Q. What are some of the key tech trends you see shaping the future of the fast-casual industry, and how is your brand adapting to stay ahead of the curve?
A. In the past year, the buzzword in almost every industry has been the same: AI. At Gong cha DMV, we are working to integrate AI into our operations and guest experience. Specifically, we hope to develop an AI-powered guest order recommendation system that shows suggested drinks for our guests to try based on their preferences in previous orders. We also hope to incorporate technology on the physical store level, with new technologically advanced decorations for storefronts that will attract not only new guests but also create an exciting experience for our returning guests — after all, bubble tea is meant to be a fun treat!
Lynette McKee, SVP of Franchising, Potbelly.
Q. What strategies have you found the most effective in navigating the competitive landscape of the fast-casual industry and driving success for your brand?
A. Our industry continues to get more competitive, and to stand out in the ever-evolving landscape I’ve found it critical for brands to put a multifaceted approach in place. When Bob Wright was appointed to CEO of Potbelly back in 2020, we established a simple, yet strategic focus on food, people, traffic growth, digital-driven awareness, and franchise development. We’ve remained focused on these, and it has translated to consistent double-digit percentage increases in systemwide sales and an acceleration of unit expansion.
Taking a closer look at franchise development, we’ve placed an emphasis on flexible shop formats and providing franchisees with a variety of options to help them identify the best opportunity for their respective market. This has played an integral role in our Franchise Growth Acceleration Initiative; and as real estate remains a challenge for operators across the country, we see immense value in offering prospects an array of designs, including inline, endcap, drive-thru and non-traditional formats.
Q. How do you prioritize diversity and inclusion within your restaurant’s workforce and culture, and why is it important to you?
A. At Potbelly, we define and live our mission, vision, and values through The Potbelly Way. We believe that we can only achieve our organizational goals by bringing our eight core values to life across our system.
As a neighborhood sandwich shop, we strive to be positive contributors to the local communities in which we operate. From staff volunteering their time at local charity organizations, to helping fundraise for community organizations, we’re always looking for a way to give back. This spirit of community helps our associates recognize that Potbelly cares about and strives to contribute to the success of those people and organizations around us.
Two significant core values at Potbelly are Community and Belonging. In every market we operate, we value and support the neighborhoods we call home where we actively work to make everyone feel welcome and valued.
We believe in fostering an environment in our shops where anyone who wants to contribute to our success is welcome to be a part of our team. We recognize that people are individuals, with backgrounds, beliefs, and aspirations that are as varied as they are. We welcome all things that make our people unique, and we believe that for us to be the best that we can be, we must craft an environment that values and champions a sense of belonging for all.
Q. What are some of the key tech trends you see shaping the future of the fast-casual industry, and how is your brand adapting to stay ahead of the curve?
A. With the emergence of enhanced technologies like GenAI and voicebots shaping the fast-casual industry, the utilization of a brand’s mobile app continues to be the best avenue to engage directly with consumers. Strategically integrating smarter AI into your brand’s mobile app can reach audiences more easily and more conveniently, while streamlining the ordering process through personalization based on order history and preferences.
In January, we rolled out our reimagined loyalty and rewards program, Potbelly Perks, which offers a customized guest experience through unique offerings, tailored experiences, enhanced app-ordering capabilities, updated payments infrastructure, and other engaging app interactions which has been a key success driver.
With one of main focuses being “digitally driven connection,” our investment in customer-facing capabilities via our mobile app has helped position us as an innovator and top player in the industry, keeping us top of mind for consumers when hunger strikes.
Mary Nguyen, owner and chef, Olive & Finch Collective.
Q. What are some of the key tech trends you see shaping the future of the fast-casual industry, and how is your brand adapting to stay ahead of the curve?
A.Navigating the competitive landscape of the fast-casual industry requires a strategic approach aimed at driving success for our brand. Here are some strategies we’ve found most effective:
1. Commitment to Quality: We prioritize sourcing high-quality ingredients and crafting delicious dishes that consistently exceed guest expectations. By ensuring that every item on our menu reflects our commitment to excellence, we establish trust and loyalty among our patrons.
2. Distinctive Identity: Olive & Finch stands out in the crowded marketplace by offering a unique dining experience centered around chef-driven cuisine and emphasis on locally sourced, seasonal ingredients. This distinctive identity helps us carve out a niche and attract guests who resonate with our brand values.
3. Exceptional Guest Experience: We place a strong emphasis on providing exceptional guest service and creating a welcoming atmosphere for our guests. From friendly interactions with our staff to personalized recommendations and attention to detail, we strive to make every visit to Olive & Finch memorable for our guests.
4. Embracing Technology: Integrating technology into our operations enables us to streamline processes and enhance convenience for our guests. Online ordering platforms, mobile payment options, and data analytics help us better understand guest preferences and tailor our offerings accordingly.
5. Community Engagement: Building strong relationships with the local community is integral to our success. We actively participate in community events, support local initiatives, and seek opportunities for collaboration with other businesses. This engagement fosters a sense of belonging and strengthens our brand’s connection to the community we serve.
6. Agile Marketing: Our marketing strategies are agile and responsive to changing market trends and guest preferences. We leverage various channels such as social media, email marketing, and influencer partnerships to effectively reach our target audience and drive engagement.
7. Investing in Our Team: We recognize that our team members are essential to delivering the exceptional experience that defines Olive & Finch. Through ongoing training and development programs, we empower our staff to excel in their roles and uphold our standards of quality and service all to create an equitable workplace.
8. Sustainability Initiatives: As stewards of the environment, we are committed to implementing sustainable practices throughout our operations. From minimizing food waste to using eco-friendly packaging and supporting local vendors, we strive to minimize our environmental footprint and inspire others to do the same.
Q. How do you prioritize diversity and inclusion within your restaurant’s workforce and culture, and why is it important to you?
A.Olive & Finch is a 100% women-owned and led food and beverage company. I am especially passionate about creating opportunities for women and minorities in this industry. I am committed to creating opportunities for women to bring their passion, creativity, and expertise to every aspect of our operations. We believe in the power of women in business and have created an atmosphere for them to thrive in the culinary industry.
I believe that diversity is our strength and am dedicated to fostering an inclusive environment. Taking care of our team is central to our mission. We believe that we are training the next generation of hospitality professionals. While this is often a thankless industry, I truly live and breathe service and hospitality and strive to create a healthy, supportive environment where our team is challenged and pushed to be their best.
Dawn Petit, president, Friendly’s.
Q. What strategies have you found most effective in navigating the competitive landscape of the fast casual industry and driving success for your brand?
A. Embracing new strategies and adapting to emerging trends while concurrently meeting the needs of both consumers and your workforce.
Q. How do you prioritize diversity and inclusion within your restaurant’s workforce and culture, and why is it important to you?
A. Fostering a culture of inclusivity and authenticity within your organization cultivates a sense of belonging among peers and employees. By embracing diverse perspectives, teams can uncover insights and innovative solutions that may otherwise remain undiscovered, enriching the organization as a whole.
Q. What are some of the key tech trends you see shaping the future of the fast-casual industry, and how is your brand adapting to stay ahead of the curve?
A. We anticipate a growing trend of tablets and kiosks replacing traditional menus, enhancing ordering efficiency. With ongoing advancements in online ordering, these technologies will become increasingly accepted, accessible, and integrated, driving further improvements in customer experience.
Cassie Pinckney, VP of Marketing, Gastamo Group.
Q. What strategies have you found most effective in navigating the competitive landscape of the fast casual industry and driving success for your brand?A. Gastamo Group’s success and my career have thrived on a powerful mix of understanding brand differentiation, continuous innovation, tech adoption, meaningful community engagement, and solid internal departmental partnerships.
In a crowded market, standing out is key. Over the past year, our marketing efforts have honed in on what makes each of the Gastamo brands unique – for example, leveraging guest surveys and understanding who our guests are in the digital landscape. By truly understanding the niche we fill, we don’t just attract guests – we create devoted fans.
Harnessing technology to elevate guest experiences and streamline operations is crucial. While tech adoption isn’t new, the array of available tools can be overwhelming. We’ve maintained our edge by being selective, focusing on tools and metrics that truly impact Gastamo’s success.
Q. How do you prioritize diversity and inclusion within your restaurant’s workforce and culture, and why is it important to you?
A. Recognizing that a diverse and inclusive workplace fosters creativity, innovation, and differentiating perspectives are all essential for driving Gastamo forward. To prioritize diversity and inclusion, the marketing team collaborates with key stakeholders such as training and human resources to ensure that we not only promote the culture throughout the team’s career lifecycle but also during the recruitment process.
This includes highlighting diverse voices and perspectives in Gastamo’s marketing materials, showcasing our support for diversity-related community events and causes, and actively engaging with diverse communities.
Gastamo takes pride in open communication, providing opportunity for feedback and input, and celebrating the unique contributions of each team member no matter their background.
Q. What are some of the key tech trends you see shaping the future of the fast-casual industry, and how is your brand adapting to stay ahead of the curve?
A. In terms of tech trends, I think there are endless possibilities when it comes to data collection. The important question to answer is how can we utilize the data we collect to the best of our ability? In the ever-evolving restaurant tech ecosystem, the vast amounts of data generated daily present both challenges and opportunities. This involves not only refining data collection processes but also developing sophisticated mechanisms for analysis and interpretation.
Within the conversation about data collection, I think the theme of affordable tech solutions presents opportunities for small to mid-sized players in the industry. We are mindful of this trend and are actively exploring cost-effective tech solutions that align with our business objectives, enabling us to stay competitive while ensuring efficient operations.
I anticipate the continued rise of tailored loyalty programs specific to individual brands. At Gastamo, we are exploring innovative loyalty solutions that cater to our guests’ preferences while providing them with personalized benefits rather than adapting something off the shelf.
AI continues to revolutionize various aspects of the restaurant industry, from guest service to marketing automation. While embracing AI-driven tools, we prioritize a selective approach to ensure that our adoption enhances rather than replaces human touchpoints, maintaining the authenticity of the Gastamo experience.
At Gastamo, we are strategically evaluating these tech trends to facilitate our growth journey with a sustainable approach to innovation that aligns with our brand values and guest expectations.
Anne Pritz, CMO, Bobby’s Burgers by Bobby Flay.
Q. What strategies have you found most effective in navigating the competitive landscape of the fast-casual industry and driving success for your brand?
A. Bobby’s Burgers by Bobby Flay is positioned in a highly competitive segment, as most people have their favorite ‘go-to’ burger spot. In this way, it is paramount to us to sustain relevancy and stand out among this competitive landscape. One of our most effective strategies revolves around our food-forward approach to marketing. At Bobby’s Burgers, we emphasize our core offerings of burgers, fries and shakes, aiming to be renowned for these signature items and providing an ultimate experience to our guests. Our brand’s core values reflect the term, “be famous for what you’re famous for” – when other brands might try to be everything to everyone, we want to be known for consistently delivering what we’re famous for, both in the eyes of our brand and our consumers.
Q. How do you prioritize diversity and inclusion within your restaurant’s workforce and culture, and why is it important to you?
A. I look at the restaurant industry as one of the most, if not the leading, dynamic industries on all fronts of diversity, equity and inclusion initiatives. As we look to expand and operate more Bobby’s Burgers by Bobby Flay, prioritizing diversity and inclusion within our future workforce and culture is extremely important to us. We’re preparing to enter Charlotte with our first streetside and flagship restaurant. We are dedicated to cultivating an environment where diversity is not only embraced but celebrated, and where inclusion is not just valued but paramount. We aim to reflect the cutting-edge standards of the restaurant industry as we build a team and culture that embodies the spirit of diversity and inclusivity.
Q. What are some of the key tech trends you see shaping the future of the fast-casual industry, and how is your brand adapting to stay ahead of the curve?
A. Our ultimate goal as we introduce our technology is for a seamless experience across all audiences – which includes our franchisees, team members within the restaurants, and our guests. As we’re in our whiteboarding phase, optimizing our tech stack to serve each of these audiences is at the forefront of our minds. We’ve partnered with industry leaders like Toast, OLO, Thanx, Kitchen Armor, and QSR Automations to ensure our comprehensive solution is expertly designed. This approach guarantees operational efficiency, enhances the guest experience, and moves us closer to our goal of frictionless service and streamlined operations. As we know, technology will continue to adapt at a swift pace, but our perspective at Bobby’s Burgers is that we will stay ahead of the curve and be leading in delivering the ultimate guest experience, and we know tech is a significant part of us doing that successfully.
Raji Sankar, co-CEO and founder, Choolaah.
Q. What strategies have you found the most effective in navigating the competitive landscape of the fast-casual industry and driving success for your brand?
A. In co-creating the idea behind Choolaah, my co-CEO, Randhir Sethi, and I wanted to bring Indian cuisine to the fast-casual marketplace — vibrant, craveable, flavor-packed, wholesome food, just like we grew up with in our homes. We wanted Choolaah to be for everyone — both Indian food fanatics and those yet to discover their love for Indian cuisine. We set out to crack the code: How could we be authentic yet accessible?
Our food is our shining star at the center of our strategy. We believe food is medicine and we are big on feeling good about what we put in our bodies. Crafting food is a true labor of love in our world. Our Chief Product and Well-Being Officer, Simran Sethi, has thoughtfully crafted and curated our elevated menu and recipes. We use premium ingredients and age-old cooking techniques, marrying it with contemporary needs. We source 31 premium spices and make a dozen custom spice blends from scratch. We are mindful of diverse dietary preferences, refrain from using any artificial colors or preservatives, and have offerings that are vegetarian, vegan, gluten-friendly, halal-friendly, nut-free, pescatarian and meatatarian.
Choolaah is a fresh take on the ancient timeless experience, sanjha chulha (“community oven”), where family and friends gathered around a community oven to cook and break bread together, share stories, exchange news, and reconnect. At Choolaah, every aspect is crafted to delight all five senses – taste, sight, touch, smell, and hearing. It is a fun scavenger hunt for the senses when you walk into a Choolaah. The food being cooked, soaring light-filled space, trays, display tandoors, whimsical artwork, community tables, music, lighting, trays and even the restrooms, all come together to create a fun and hip atmosphere.
We prepare naans and flavorful meats in clay tandoor ovens in our open kitchen concepts. Guests enjoy an array of customizable protein bowls, wraps, salads, street food and signature beverages. They can amp up their meals with our very zesty hot sauces – Whoa, Ouch and OMG – and diced green chilies.
Community outreach and giving back have always been a big focus for Choolaah. Our “Choolaah Gives” program, our dine to donate fundraising initiative with a 30% give back that offers every guest a 30% donation of their in-store or online purchase to their preferred organization of choice. Building positive local rapport has been critical for our success, and we look forward to introducing Choolaah to every corner of the globe.
Q. How do you prioritize diversity and inclusion within your restaurant’s workforce and culture, and why is it important to you?
A. Our vision of “transforming the quality of life of everyone we touch” is at the heart of who we are at the core and what we do. We are avid students of human peak potential, and our aspiration is that everyone in our ecosystem gets to become the best version of themselves. If we can connect our individual values and dreams to company values and goals, it is a magical, win-win collaboration. Our team is the bedrock of Choolaah.
Diversity is innate to us; we do not see it as something extra we must do. From vibrant spices to unique culinary traditions, Choolaah is a celebration of diversity on every plate. Not only do we champion diversity on our menu, but our team has prioritized the importance of fostering an environment for our employees where there are no ceilings regardless of race, gender, preferences, tenure, title, et al. We are bound by one common thread: our mission, vision, values.
Our mission, vision, and values have drawn an amazing group of people to our company. We are beyond blessed that our team has chosen to align with our cause. We are a hungry and curious bunch – always seeking how we can be better, how we could raise the bar and thrive in learning constantly. Our tight-knit and dedicated team, growth from within commitment and appreciative and supportive internal culture are cornerstones at Choolaah. We are immensely grateful that our team chooses to spend their work life with us. As a collective we are committed to helping team members grow, promote from within and recognize outstanding performance.
Appreciation and celebration are key culture aspects of our company. We choose every chance we get to do that.
Q. What are some of the key tech trends you see shaping the future of the fast-casual industry, and how is your brand adapting to stay ahead of the curve?
A. Convenience/delighting guests how they want to be delighted, and enhanced anticipation of guest needs is the new norm. Active guest listening through technology is oxygen for us. We leverage technology throughout the ordering lifecycle and beyond via digital menu boards, mobile pickup, online/app ordering, kiosks and more.
Suzie Tsai, CEO, Bonchon.
Q. What strategies have you found most effective in navigating the competitive landscape of the fast casual industry and driving success for your brand?A. At Bonchon we own who we are and what sets us apart in this competitive landscape. We understand the importance of staying informed of what our competitors are doing and how they are engaging with customers. However, we believe that staying true to our brand positioning and leaning into our distinctive advantages are key to driving success. By strengthening our brand positioning, key differentiators, and core business goals, we can stand out in the crowd.
Q. How do you prioritize diversity and inclusion within your restaurant’s workforce and culture, and why is it important to you?
A. Inclusion is huge for us because Bonchon, a global leader in Korean fried chicken, is already naturally such a diverse brand in every sense of it.
We see diversity within our employee base, guests, and franchisees. Most of our franchisees are first- or second-generation Americans building their dream life here in America. I love that about this brand and our offering. We’re not just ethnically diverse, we’re generationally diverse in that most of our guests are millennials and Gen Zs. Our culture attracts this inclusive group of guests who see Bonchon and our Korean fried chicken as aspirational food that’s adventurous and fun. In-house we happen to be going through a moment where our entire leadership team is comprised of females. That spans across HR, marketing, development, and operations. This incredibly smart group of female powerhouses are breaking barriers all while growing the brand and doing what they love.
Donna Wichman, VP of Operations, Starpoint Brands.
Q. What strategies have you found most effective in navigating the competitive landscape of the fast casual industry and driving success for your brand
A. We have three food brands: The Great Greek Mediterranean Grill, Graze Craze, and Cannoli Kitchen Pizza. The strategies that I find most effective are differentiation, quality ingredients, community engagement, and ultimately, the customer experience.
To navigate the landscape of any industry but especially the fast casual industry, brands need to stand out from their competitors. Our food brands offer unique menu items that spotlight high-quality and fresh ingredients; provide a distinct atmosphere; and are always evolving through innovation.
Additionally, customers want to know you are a part of the community; that the community means just as much to you as the community means to your business. Engaging through local events, sponsorships, and partnering with local organizations is a strategy that all fast casual restaurants should partake in! The final and one of the most important strategies that I see is the customer experience. Your business should be based on taking your customers’ experience to the next level by prioritizing excellent customer service and a pleasant dining atmosphere.
Q. How do you prioritize diversity and inclusion within your restaurant’s workforce and culture, and why is that important to you?
A. We actively conduct interviews with female candidates as well as candidates from diverse ethnicities. Within the Graze Craze and The Great Greek corporate team, 50% are women, representing various backgrounds and cultures. Moreover, more than 60% of Graze Craze’s franchise network is owned by women, while franchise owners within The Great Greek franchise network come from diverse cultural and ethnic backgrounds.
It is important to prioritize diversity and inclusion within your restaurant’s workforce and culture through your recruitment and hiring efforts, and your training and development. You should implement practices that attract a diverse group of candidates. In addition, providing training and development that promotes awareness and understanding, creating a culture of respect, openness and belonging. Each restaurant should ensure diversity at all levels of the organization, including leadership positions. Prioritizing diversity and inclusion within a restaurant’s workforce and culture not only aligns with ethical and moral duties but also contributes to the overall success and sustainability of the business in an increasingly diverse and competitive industry.
Q. What are some of the key tech trends you see shaping the future of the fast casual industry, and how is your brand adapting to stay ahead of the curve?
A. There are a few key tech trends that have ramped up over the past few years that I see even more progression with: online ordering and delivery platforms and contactless payment solutions. Some key trends to keep an eye on are kitchen automation and robotics – the use of robotic kitchen assistants and self-ordering kiosks are streamlining operations, reducing labor costs, and improving efficiency. I see more and more fast causal restaurants using and relying on Customer Relationship Management (CRM) Systems. This allows fast casual restaurants to target data collection and analyze customer data, then allowing for personalized marketing efforts, improving the customer experience, and driving loyalty through targeted promotions.
Our food brands adapt through the industry research being completed and are continuously exploring the different models and techniques to improve their systems. Our brands embrace tech innovations and stay in touch with emerging trends to enhance our customers’ experience, improve operational efficiency, and maintain a competitive edge within the fast casual industry.
